IT Service Delivery Manager

6 days ago


Bengaluru, Karnataka, India Velocis Systems Private Limited Full time
Job Description

Velocis Systems Private Limited is seeking an experienced IT Service Delivery Manager to join our team. In this role, you will be responsible for ensuring the delivery of high-quality IT services to our customers, including managing technical escalations, coordinating with ASPs, and resolving customer complaints.

To succeed in this role, you will need a Bachelor's in Computer Science or a related field, along with technical knowledge of IT hardware and previous experience in a customer service or support role, preferably in the IT hardware industry.

The key responsibilities of this role include:
- Managing technical escalations
- Ensuring that designated ASPs deliver service as per our service standards
- Managing all customer complaints from major accounts
- Meeting the service standards in terms of managing TAT, mean time to repair, and escalation management
- Ensuring all support services are available for the execution of project orders
- Coordinating with all sales account managers on accounts receivables
- Organizing skill enhancement programs for ASPs, such as training and technical audits
- Customer and ASP escalation management

You will also need strong communication skills, both verbal and written, with the ability to explain technical issues in a clear and simple manner, as well as problem-solving skills with a customer-first mindset.

This role requires the ability to work in a fast-paced, high-pressure environment while maintaining a positive attitude.

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